Bell Boy- HOtel

 General information

• The Bellboy shall systematically ensure a warm welcome to all the guests and

maintain the appearance and presentation of the hotel entrance as per

implemented standards.

• He shall assist all the guests carrying any heavy/large item and/or luggage and

ensure that no guest is delayed at any time. The Bellboy shall also escort the

guests to their rooms, be able to explain the location and use of available

amenities and facilities such as :

1. Telephone and other eventual telecommunication means, i.e., fax line, etc...

2. In-house movie system

3. Mini bar

4. Bathroom electrical system

5. Emergency exit

• The bellboy shall ensure the efficient retrieval of all guest luggage’s for check-out

and/or appropriate storage.

• The Bellboys must continually develop their knowledge of the city/hotel locations

regarding all the events in all the fields in order to be able to answer to any query

as they arise.

• The Bellboy must also ensure that the guest service and relations are of the

highest standards: welcoming, friendly and extremely efficient.

Guest welcoming

• All the guests are to be greeted in a courteous and friendly manner.

• Greet the guest with a friendly smile and assist whenever necessary.

Guest arrival assistance

• Provide all the required assistance regarding all luggages and other heavy/large

item(s).

The following points are to be respected :

1. When the guest arrives by car, open the door for the guest

2. Greet and welcome the guest to the hotel

3. Assist in removing the luggage from the car onto the trolley but never let the

guest do so themselves

4. Direct the guest to the Lobby Area entrance

Guest departure assistance

• Provide assistance until the guest has left the hotel

• The following points are to be respected :

1. Assist in loading all the necessary items into the vehicle but never let the guest

do so themselves

2. Open the vehicle door for the guest

3. Bid the guest farewell and wish him/her/them a pleasant day/journey

Main entrance operation

• All the vehicles shall be directed to the parking area and no standby/waiting must

be allowed in front/at the entrance :

1. Direct traffic flow whenever a jam starts to occur

2. Any vehicle/coach waiting for the guest(s) shall be directed to the Parking Area

3. Taxi fetching and alighting guest(s) must be directed to the Lobby Area entrance

Main entrance cleanliness

• The hotel main entrance must always be clean and tidy up to the point that no

litter is visible

• The following points are to be respected :

1. At the beginning of the shift, check the entrance for any litter and/or dry leaves

lying around

2. When necessary, report to the Housekeeping Department to arrange the cleaning

and the sweeping of the litter. The daily cleaning schedule is to be displayed at

the Bell Desk.

3. The sign board is to be placed neatly at its respective location

4. All ashtrays must be emptied of cigarette butts at all times

5. The Bellboy on duty must walk around the area to ensure that its cleanliness is

up to standard, i.e., littering, leaves, cigarette butts, etc...

DUTIES

• The Bellboys must constantly update themselves in all the concerned fields, i.e.,

social, cultural, etc..., in order to provide the guests with complete and fast

information.

BECQUET

• All the staff team must carefully study their work procedures regarding each

specific task.

• The quality of the manner in which the bellboys deal with all matters regarding the

Public Relations of the hotel enhances the hotel’s overall image.

• All the teams must be familiar with all the hotel’s available services and facilities

and be thoroughly aware of any information regarding both the internal and

external activities of the hotel.

• Any bellboys shall be constantly courteous to all guests and colleagues, keep the

related working areas clean and tidy at all times.

• The Bellboys Supervisor shall brief the staff team before the commencement of

the shift by putting the emphasis on any request that requires some special

attention.

• All the guests appreciate undivided attention and, thus, any

personal/personalised service shall be given a feeling of importance.

• The Bellboys team shall permanently check all the ashtrays and replace it/them

with clean ones whenever necessary (one cigarette butt is already a viable

reason) in the entire Front Office Reception Area.

• The Bellboy team shall permanently check all the furniture, especially the seating

furniture, and neatly re-arrange it/them at its/their respective location(s) in the

entire Front Office Reception Area.

The daily main regular cleaning and checking is to be performed by the

Housekeeping Department as per pre-established schedule to be displayed at the

Reception Desk for staff information.

Reception and Bellboys general responsibility

1. Assisting the guests with any luggage carrying and escorting the guest to the

room

2. Ensuring complete guest knowledge of the room and hotel amenities

3. Handling all the occurring inquiries regarding any practical matter, i.e.,

transportation, sports activities, entertainment, dining, etc...

4. Handling the guests’ messages and incoming/outgoing mail

5. Ensuring that the Reception Lobby and the Main Entrance areas are kept clean

and tidy

6. In general, assisting the guest by providing any service or information to make

the guest’ stay as comfortable, pleasant and unforgettable as possible

Vehicle arrival

• Assist in the opening / closing of the vehicle door and ensure that the door is not

slammed when being closed.

• The following points are to be applied :

1. Open / close the door immediately after the vehicle stops in front of the Lobby

Area

2. Greet the guest accordingly : “Good Morning / Afternoon / Evening, Madam/Sir”

or bid farewell in the case of a departing guest

3. Always manipulate the vehicle’s door(s) gently

Guest arrival assistance

• The following points are to be applied :

1. Greet all the guests upon arrival

2. Assist in carrying the luggage or any other item to be carried, i.e., shopping bag,

etc..., out of the vehicle and stack it/them on the trolley

3. Confirm with the guest whether everything has been removed from the vehicle

4. Direct the guest(s) to the Front Office Reception desk

Guest check-in & luggage delivery organisation

• Welcome the guest(s) by systematically using the corresponding hotel’s standard

greeting upon arrival and direct her/him/them to the Front Office Reception in

order to perform the check-in.

• Check the guest’s luggage for any possible damage and/or number, report any

damage, tag all the luggage with the guest’s assigned room number.

• Concerning the luggage handling, all guests’ luggage must be always well taken

care of.

• All the luggage deliveries are to be performed by using the appropriate service lift

only.

The following points are to be applied :

1. Do not attempt to carry any luggage that is too heavy : politely ask for help within

your Section

2. No trolley is permitted to enter the guest’s room

3. If requested, inform the guest’s about the room facilities and provide her/him with

any hotel information

4. Before leaving the room, greet the guest(s) by systematically using the relevant

hotel’s standard greeting

• All the guest’s luggage must be delivered within 10 minutes following her/his/their

arrival.

Room luggage placement

• All luggage’s are to be placed correctly and orderly on the purposely designed

rack in the room.

• The following points are to be applied :

1. Carry all the luggage from the trolley and place it/them on the luggage rack

2. All the luggage is to be arranged in an orderly manner and if there is any suit to

be hanged, do so in the appropriate cabinet

3. Be extra careful with the fragile item(s) and place them in a highly visible area of

the room without perturbing the circulation within the room

4. Confirm with the guest that all the luggage is in the room

Room facilities description

• Explain in full details and demonstrate by using the television set, the air

conditioning system, the radio, etc..., until the guest understands or notifies you

to cease your description.

The following points are to be applied before launching yourself in a complete

description :

1. Check with the guest whether it is her/his first visit / stay at the hotel

2. In the case of a first visit, offer to demonstrate the television operation by using

the remote control

3. Switch on the air conditioner at the guest’s desired temperature

4. Explain the IDD facilities by showing the guest the IDD directory

5. Show the guest the bathroom and all the related electrical appliances

6. In the case of a regular/repeat guest, offer to explain the facilities and wait to get

the guest’s approval

7. Once the guest is satisfied, wish her/him/them a pleasant stay and leave by

gently closing the door

Luggage collection

• Reach the guest’s room within the five (5) minutes following her/his call.

• Prior to going to the guest’s room pick up all luggage’s, the Bellboy staff member

shall inform/confirm with the Front Office Reception regarding the guest’s check-

out so that the guest’s account statement may already be printed out.

• Collect all luggage and place them on the trolley gently and neatly, the item(s) on

hanger(s) should be appropriately hanged.

• Any item that is referred to as fragile by the guest and/or any written inscription

must be manipulated with extra care.

• Once in the room, confirm with the guest the amount of luggage and have a quick

look at the room to check whether anything has been left/forgotten by the guest

or not.

• If the guest is no longer in the room or has left before you, check all the drawers

and cabinets for any omitted item(s).

• If the guest leaves the room at the same time as you, gently close the door, direct

the guest to the lift and inform her/him to meet at the Front Office Reception Area

or Lobby Area as you will be using the staff service lift.

• Ensure the guest has checked all her/his belongings before getting into the car.

Transportation arrangement

• Check with the guest whether she/he needs any transportation.

• If yes, arrange one immediately and inform the Front Office Reception for

instantaneous posting.

Departure card collection

All the departure cards issued by the Reception team must be collected from the

departing guests as they confirm the complete settlement of the bills.

• The following points are to be applied :

1. Approach the guest politely and request for the departure card

2. Thank the guest once the card has been collected

3. Check whether the room key/card has been correctly returned or not

4. Keep all the departure cards for further reference & record purpose

Luggage loading & guest departure

• All luggage’s on the trolley should be brought to the vehicle and stacked in the

designated place neatly.

• The following points are to be applied :

1. Push the trolley and carry all the other item(s) to the waiting vehicle

2. Stack the luggage neatly in the vehicle booth

3. All the fragile item(s) are to be handed to the guest and/or disposed in the vehicle

4. Reconfirm with the guest that all luggage is in the vehicle

5. Bid farewell to the guest and wish her/him a pleasant journey

6. Close the door gently once the guest has gotten into the vehicle

Guest farewell

• All the departing guests are to be courteously bidden farewell with a warm smile

by using the following sentence: “Goodbye Madam/Sir thanks you for staying with

us and we hope to see you again. Have a pleasant trip”.

Thanks for reading, Have a nice day and stay safe!